Starting today, you can keep sensitive information secure by limiting which conversations a teammate can access in the inbox.

You can set conversation access in two ways. First, at the teammate level by manually restricting conversations to a subset of teams or teammates. Or you can set this permission in bulk using Custom roles.

To learn more about customizing your permissions, see our help doc.

We’re rolling out new features that will give you more coverage from Resolution Bot. All of our Resolution Bot customers will automatically have access to the following features as part of an open beta:

1. Resolve more conversations with Looping mode - Resolution Bot will now attempt to answer multiple questions within the same conversation as the default setting for new customers. End users will still be able to connect with a teammate by clicking the “Talk to a person” quick-reply button. Looping can be turned off in Operator settings.

2. Surface articles where answers don’t exist - The Articles Suggestions task bot (existing feature) will now be able to respond to customer questions if an answer hasn’t already been created. Article suggestions task bot and Looping must be turned on for this feature to work.

3. Auto-close option (Looping only)- If a conversation has been inactive for 3 minutes or more, customers can choose to either automatically close a conversation or route it to a team member. The default setting will be to route to a team member, but you can update this in Operator settings.

4. Better understand your Resolution Bot performance with The Resolution Bot report -We've added new reporting filters, so you will now be able to see metrics for just Looping, One-Time, or both.

5. Updated reporting calculations for :

- Sent: # of conversation where the answer has been served by the Resolution Bot.

- Resolved: Among "Sent", # of conversation that ended up with a "That helped" reply or soft resolution.

- Routed to team: Among "Sent", # of conversation that ended up being routed to the team.

6. Let Resolution Bot take control when your team isn’t available with Bot Only mode- this will allow teammates to put customers into a self-serve support only mode if they choose to.

These features are expected to officially launch in the first half of next year.

For more information, visit our help center.

To ensure your messages are never missed, you can now set whether your Banners are dismissable or not.

For Banners with specific actions (e.g. asking for Emoji reactions), you can also set whether the Banner should be dismissed on the click (e.g. submitted an Emoji reaction), or if it should persist regardless of whether the user performs that action.

Last quarter, we introduced conversation data attributes to help you categorize and resolve complex support requests in a more efficient way. Today, we’re adding API support so you can access conversation data in your external analytic tools, or use it with automation platforms to build out more custom workflows.

As a part of API v2.3, you can:

• See the data attributes of a conversation
• Update a conversation’s data attribute
• List all data attributes associated with conversations

For more information on getting started with API v2.3, review our dev docs.

We just launched the ability to trigger an Article or Mobile Carousel from an element inside your app 🎉

Have buttons open up an Article or Carousel, or have them trigger based on specific end-user actions. Examples include:

• Trigger an Article or Mobile Carousel when a payment is failed
• Surface an Article on your orders screen that outlines shipping and return policies
• Include a list of tutorials that open up individual Mobile Carousels

Simply insert the ID of the Article or Carousel you wish to open into your app’s code. You can get these IDs from specific Article’s URL or the “Trigger your carousel from code” section of the Carousel editor.

To learn more, check out this article on Articles, and this article on Mobile Carousels.

Note: You’ll need the latest version of the Intercom mobile SDK in order to use this new feature.

You can now remove tags in Series. Simply add a Tag block to your Series and specify which tags to add and/or remove when users reach this step.

With updates to Article Reports, you can now customize your report data to the timeframe of your choice.

You also have more visibility into the number of help center visits and article views within that time.

To experience the new reporting, click here.

You can now capture your audience’s attention at the top or bottom of your website or app with customized banner messages. Use Banners to:

• Share promotions, announcements, service outages and more
• Onboard new users by surfacing tips or directing them to a Product Tour
• Generate leads by capturing email addresses
• Proactively support your users by surfacing known issues or linking to a Help Article
• Gather sentiment about your app or specific features by asking users to react with emojis

Target users based on who they are, how they’ve engaged with your product, or how they’ve interacted with prior messages. You can even incorporate Banners into broader messaging campaigns with Series.

To learn more about Banners, check out this article, or create your first Banner here.

You can now use rules to automatically close conversations where a customer hasn’t replied in a specific time. This means less of your team’s time spent manually finding and closing conversations that have gone silent, and more time helping customers that actually need it.

To create this rule, select the event for “customer has been unresponsive”, set the time frame for triggering it, and add a “close conversation” action.

To make rules better fit your specific workflows, we’ve also added more flexibility to the existing “if a new conversation hasn’t been replied to” event. You can now choose a longer delay (up to 14 days) before the rule triggers.

For more info on how rules can save time for your team, check out this help article. 👉And, if you have questions or feedback about rules, drop by Interconnected.

Separate different sections of your articles by inserting a horizontal divider.

To use the divider, hover your mouse over the composer and select “insert divider.”

For more information, visit our help docs.

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